How Can We Help You?
Email Support
Get help with account issues, booking problems, or general questions
Response within 24 hours
Trip Issues
Problems with your current or upcoming trips?
Urgent response for active trips
Payment Help
Questions about charges, refunds, or payment methods
Financial issue specialists
Tip: You can also open Help & Support inside the IlliniRide app to submit a request with your trip details attached.
🚨 Emergency Support
Safety concerns during active trips?
Available 24/7 for urgent safety issues
Frequently Asked Questions
How do I sign up if I’m a family member?
Use the invite email you received, enter your last name, and complete a profile photo. Family access is linked to a verified UIUC member.
Why is my booking marked “Pending”?
Pending means payment has not completed yet. Complete payment to confirm the booking. If you were charged but still see pending, contact support.
How do I cancel a trip?
You can cancel trips from the app. Late cancellations may incur fees based on the cancellation policy shown at checkout.
Why was my driver verification rejected?
Common reasons include: expired license, unclear photos, or missing insurance. Fix the issue and resubmit through Driver Setup.
Apple Pay isn’t available
Make sure Apple Pay is enabled in Wallet and your device supports it. If it still fails, contact support.
How do refunds work?
Refunds are processed through Stripe and typically take 5–7 business days to appear in your account.
Chat or notifications aren’t working
Chat opens after a booking is confirmed. If you’re not receiving notifications, check iOS Settings → Notifications.
Can’t find available trips?
Try a different date in the marketplace calendar or check back later as new trips are posted frequently.
University Partnerships
Interested in partnering with IlliniRide for your university?
For institutional collaborations
Legal & Compliance
Legal questions, compliance issues, or official inquiries
For legal matters only
Media & Press
Media inquiries, press releases, or interview requests
For journalists and media